If you are not completely prepared for an interview, a simple confrontation question from an interviewer can be a tough question to answer. If you are vague or seem unsure of yourself during the response, the interviewer could literally pull the plug on the interview right at that moment, especially if the job calls for a confident, experienced person dealing with disappointed or dissatisfied customers.
For example, handling confrontations is commonplace for customer service jobs. If you are being interviewed for a customer service position, the “handling confrontation" question is to be expected. You may even need to do a brief role-play as part of the interview process. Since you know it is coming, be prepared with some well thought-out responses that would be of value to the interviewer. Remember, every response you make should be designed for the interviewer’s benefit. She is the person who is going to decide whether the interview was successful or not.
Answering this particular question is really no different than answering any question an interviewer throws at you. Once you understand the process you should use to respond to virtually all questions, then you’ll be able to handles any question that is thrown at you.
Let’s look at the question and create a basic response so you can see how the process works.
Think back on all your previous encounters with customers and employees where you had confrontational situations. What did you do well in those situations? If you could identify the specific skills and words you used that worked, what were they? Make sure you can identify this information as it will be used in your interview response.